Sign in to the customer portal and select the intended Hosted PBX. Check its name or billing code before editing; each PBX has separate extensions and call routes.
Prepare the menu
- Create or select a greeting under Audio files. Describe the choices in the same order that callers can select them.
- Create the IVR and assign the greeting. Map each accepted key to an extension, ring group, queue, voicemail, announcement or another IVR.
- Set the menu selection timeout. If callers can enter an extension or feature code, set the digit timeout separately.
- Set explicit destinations for no input and invalid input. If retries are enabled, give them a finite limit and a useful final destination.
- Attach the menu to its phone number or call flow and save.
Test as a caller
Try every advertised key, no key, a wrong key and repeated failure. If direct extension dialing is enabled, test both normal and slow digit entry. Make sure a caller can reach a useful destination without being trapped in a repeating menu.
Save and verify
Review the selected PBX and proposed values, then save. Place a controlled call through the affected route and check Call history. Include busy, unanswered and after-hours cases where they apply. Keep the previous configuration until the new route is verified.